No customer service

I was promised a line upgrade in a mail from Gian on 24 March 2020. I eventually logged a call after trying to call in on 06 April 2020. I have been exchanging almost daily mails with Unathi and had to prove that I got a mail, test and take photos of my line speed and still no promised upgrade has happened? #TYU-***0. I have a long list of excuses but got no further. It's time to consider moving to another provider I guess?